IT Support Manager – Enterprise Infrastructure

We are looking for an experienced IT Support Manager to lead enterprise IT support operations across the corporate office and restaurant network. The role will be responsible for managing IT vendors, IT assets, restaurant technology infrastructure, and ensuring high availability of critical business applications and infrastructure. The ideal candidate should have strong experience in retail/QSR IT environments, vendor management, asset lifecycle management, and enterprise infrastructure, while being capable of supporting business expansion projects and restaurant roll-outs across the West & South region.

• Manage day-to-day relationships with IT infrastructure, networking, POS, security, and AV vendors.
  
• Drive SLA adherence and service quality across all support partners.
  
• Coordinate OEMs, system integrators, and third-party service providers for timely issue resolution.
  
• Conduct periodic service reviews and performance evaluations with vendors.
  

• Oversee support for corporate office and restaurant IT infrastructure.
  
• Coordinate support for:
  • End-user computing (Laptops, Desktops, Tablets)
    
  • Windows environment
    
  • Basic Server Infrastructure
    
  • Active Directory
    
  • Microsoft 365
    
  • Printers and peripherals
    
• Work closely with Network, Security, and Data Centre teams for infrastructure-related activities.
  

• Coordinate support for restaurant POS systems and billing applications.
  
• Support restaurant technology including:
  • POS terminals
    
  • Payment devices
    
  • Kitchen Display Systems (KDS)
    
  • Self-order kiosks
    
  • Digital menu boards
    
• Coordinate with application teams for POS upgrades, patches, and rollout activities.
  
• Basic understanding of D365 Commerce, Shopify POS, or similar retail platforms is preferred.
  

• Basic understanding of:
  • LAN/WAN
    
  • Cisco Switching
    
  • Wireless Networks
    
  • VPN Connectivity
    
  • Firewalls
    
  • Server & Storage Infrastructure
    
• Coordinate with infrastructure teams during outages and planned maintenance activities.
  

• Manage the complete lifecycle of IT assets including procurement, deployment, tracking, transfers, repairs, and disposal.
  
• Maintain accurate asset inventory and software license compliance.
  
• Coordinate warranty management and AMC renewals.
  
• Ensure audit readiness for all IT assets.
  

• Support new restaurant openings, corporate office expansions, relocations, and renovation projects.
  
• Coordinate infrastructure readiness including networking, structured cabling, AV, POS, and end-user devices.
  
• Work with cross-functional teams to ensure successful project execution.
  

• Partner with Business, Operations, Finance, Procurement, and Restaurant teams to ensure seamless IT support.
  
• Provide regular updates on incidents, projects, risks, and service performance.
  

• Be available to travel across West & South restaurant locations whenever required for critical incidents, project roll outs, audits, vendor management, and business support.
  

• Vendor Management
  
• IT Asset Management
  
• Enterprise IT Support
  
• Retail/QSR IT Operations
  
• POS Ecosystem Management
  
• Basic Networking (Cisco, Wi-Fi, LAN/WAN)
  
• Basic Windows Server & Active Directory knowledge
  
• Microsoft 365 Administration
  
• Incident & Problem Management
  
• ITIL Service Management
  
• Strong communication and stakeholder management skills
  

• Experience in QSR, Retail, Hospitality, or Multi-site Enterprise environments.
  
• Exposure to restaurant technology ecosystem or similar large retail operations.
  
• Understanding of Oracle Simphony, NCR, Xstore, D365 Commerce, Shopify POS, payment gateway integrations, and restaurant applications.
  
• Experience working with System Integrators, OEMs, and Managed Service Providers.
  
• Exposure to infrastructure expansion, office fit-outs, and new restaurant rollout projects.
  

• Customer-first approach
  
• Vendor and commercial management
  
• Problem-solving and decision-making
  
• Team collaboration
  
• Ownership and accountability
  
• Ability to work in a fast-paced, multi-site environment
  
• Willingness to travel across restaurant locations as required